Helpdesk Team

Mission:

  
Provide Tier 1 service so that technical staff can focus on Tier 2, and 
above, support/service; 
 
Ensure that all customer service requests are resolved (that doesn't 
necessarily mean that every request is met, but rather that we have 
settled the request with the customer).  In other words, no request is 
forgotten/lost track of.
 
     HELPDESK as "contact manager" for the department:
 
     - should help minimize amount of interaction with staff by
       being the central location for all initial contacts with
       employees and students.
       
     - know where DC/TM staff are and their availability
 
     - can schedule appointments for technical staff
 
     - track requests until they are resolved (those that
       can't be resolved immediately at the HELPDESK
 
     - resolving the problem is the key objective
 
 

Team members:

[Definition of "team" and "team leader"]

• Paula Willard (Team Leader) (Email: willarpk@potsdam.edu)
  
• Romeyn Prescott (Email: prescor@potsdam.edu)
  
• Claudette Fefee (Email: fefeec@potsdam.edu)

1997-98 Goals